Celebrating Success: Josephine Go Jefferies

Congratulations to Dr Josephine Go Jefferies on her paper ‘Technology-mediated healthcare services through strategic sense-giving’ which will shortly be published in the Journal of Services Marketing.

Abstract:

Service research has previously documented service providers’ role in addressing the barriers of technology mediation, mostly at the service delivery level. However, there is still limited understanding about the role of service providers who hold strategic and operational roles, as well as the impact of coordinated, organization-wide initiatives in dealing with the demands and associated emotional ambivalence of technology mediated services.